How can Aurora-star help you?

FAQ Billing Support

Q: Why was I billed when I originally signed up for a trial?

A: As indicated during the trial membership signup process, the 5-Day trial, when offered, gives you access to our Premium services for five days. To avoid service interruptions, your trial membership automatically renews as a monthly Premium membership unless cancelled before the trial expires.

If cancelled, your trial membership will revert to a Free Regular membership, for which there are no monthly fees.

For additional questions or concerns, we welcome you to contact our customer support team at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers.

Q: Where can I find the terms of the 5-Day Trial?

A: The terms of the 5-day trial can be read prior to selecting the 5-day trial option which may be periodically offered during the signup process.

You may read the complete Terms and Conditions of our service at any time for additional details.

Q: How can I confirm that my membership is cancelled?

A: After cancelling your membership, a confirmation email is automatically sent to the email address you used to create your Aurora-star account.

Since many web-based email providers such as Hotmail, Gmail or Yahoo occasionally mistake confirmation emails as spam or junk, please be sure to check your spam/junk folders in order to ensure that the confirmation email was indeed received.

If you still cannot find your membership cancellation email, you may have mistyped your email address when signing up. In this case, please contact us and one of our agents will be happy to assist you.

Q: How can I view my transaction history?

A: You can find out your complete transaction history by calling support which is open 24 hours a day, 7 days a week at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers.

Q: Why am I still being charged after I cancelled?

A: If you have received an email confirming the cancellation of your membership but are still being charged, please contact us immediately so that we can closely investigate the matter.

If you have cancelled your Premium membership you should not receive any additional monthly charges.

Q: How does the billing work for a trial membership?

A: When you choose the 5 day trial membership you get free access to our Premium services for a period of 5 days. To avoid service interruptions, all trial memberships are automatically renewed as monthly Premium memberships with a recurring monthly fee unless cancelled within the 5-day trial period.

If you are dissatisfied with the service, we ask you to cancel your Premium trial membership during the trial period to avoid automatically converting to a monthly Premium membership. If cancelled, your Premium trial membership will revert to a Free Regular membership, for which there are no monthly fees.

Q: What happens if I cancel a Premium membership?

A: If you cancel your Premium membership, you may keep your Aurora-star account as a free Regular member. There are no monthly fees for a Regular membership.

Q: My credit card has expired and I wish to maintain my current membership, how can I update my credit card information?

A: You can change or update your credit card information at any time by accessing your account details inside the member’s area. Simply go ‘My Account’ and select ‘Change your payment method’. For additional assistance, we welcome you to contact our customer support at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers.

A: Sometimes a $1.00 temporary authorization hold may be applied to your credit card / debit card after registration. The authorization procedure is required to ensure your card is valid. Typically, these holds are removed after 48-72 hrs.The full amount will immediately be credited back to your bank account or credit line. No permanent charges will be applied to your credit card for signing up as a regular member.

Q: How can I get further assistance by phone or by email?

A: To reach one of our customer service representatives by phone or by email, please call us at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers 24 hours a day, 7 days a week, or contact us at support@aurora-star.net.

Q: What is the refund policy?

A: For refund policy details, please call our number at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers, 24 hours a day, 7 days a week.

To avoid any unwanted charges, please be sure to read the complete details of each subscription package during signup.

Refund Guidelines:

If you have experienced any of the following situations on, you may qualify for a refund.

· Technical Problems: we will issue a refund if technical issues prevent you from using the site.

· Not What You Expected: if our website doesn’t deliver the experience advertised, we will issue a refund.

We cannot issue partial refunds under any circumstances. Refund claims must be made within 60 days of a contested payment. If you wish to stop using our service, you are solely responsible for cancelling your account.

For additional information, please call our at (toll-free) 1-800-111-1111 for US and Canadian customers and 1-111-111-1111 for International customers, 24 hours a day, 7 days a week.

FAQ Technical Support

Q: What is Aurora-star?

A: Aurora-star is a multimedia service. Currently we offer monthly subscription packages inclusive of movies, games, music, e-books and software.

Q: How does movie streaming work?

A: We think one of the perks of using Aurora-star is how user-friendly it is. We've developed the Movie Player to make watching your favourite flicks as convenient as possible:

1) Log into Aurora-star with your username and password
2) Select the desired title from the Movies section
3) Click Watch

Note that faster internet connection speeds will ultimately contribute to a seamless streaming experience. We know not everyone is blessed with Google Fiber, so try to close other programs or apps that may be eating up your bandwidth.

If for some reason you're still experiencing issues, please contact us and we'll get you sorted in no time.

Q: How do I play music?

A: We think one of the perks of using Aurora-star is how user-friendly it is. We've developed the Music Player to make listening to your favourite tunes an experience:

1) Log into Aurora-star with your username and password
2) Select the desired title from the Music selection (pro tip: you can also sort by category, or search by your favourite artists' names, song titles, etc)
3) Click Play Album

Q: How does the book reader work?

You're stuck in traffic, on public transit, with nothing to help pass the time. We've been there, it isn't fun. But you know what is fun AND easy? Whipping out your mobile device and launching our trusty Book Reader.

1) Log into Aurora-starwith your username and password
2) Select the desired title from the Books library
3) Click Read Book and get reading!

Q: How does the game launcher work?

Ah, the Game Launcher. A completely different beast.

If playing from your mobile iOS and Android device, games will download straight onto your device, easy peasy. On PC or Mac however, you will need to download and install the Game Launcher. Once the installation is complete, downloaded games can be launched as desired. The installer can be found by logging into your Aurora-star account and clicking on any Games title. Click on Install to download and run the installer.

Q: Why are the game player, music player, video player and book-reader required?

A: The Aurora-star games player, music player, video player and book-reader facilitate the access to and enjoyment of the media available on the website. They are already built in and accessible and do not require downloading or installation.

Q: How many computers can I install and use the Aurora-star game player, music player, video player and book-reader on?

A: The Aurora-star games player, music player, video player and book reader are built in and will be accessible when you log into your account on any number of computers. However, you can access the service on up to 5 computers located at the same IP address (e.g. one household) at one time.

Q: Can I access the media on another PC?

A: Once successfully logged into your account on any PC, you can access all the media available in the subscription catalogue.

Q: I have downloaded a game, why does it ask me to add to the library again?

A: Sometimes the system loses track of which machine you are on. If the game has been downloaded, simply click again on play/add to library. It will recognize you and give you access to the game without further downloading. Make sure to click on "download now" to access the game.

Q: I have received an error, and I cannot install the Aurora-star player.

A: If you received an error (ex. Installation Failed; Download Interrupted; Error Downloading; Activation Errors: (599), (703), (771), (772), (805), (998)) or you're simply having trouble downloading or activating your PC game, there may be interfering software that is preventing the game from downloading and installing successfully. Please check your antivirus, firewall, and other related applications.

Q: What are the minimum requirements?

A: The in-game system requirements will vary with every game. Each game has its minimum system requirement displayed within its respected game page. Compare your system to the game's system requirements to ensure smooth game playing.

Q: How many games can I play with my subscription?

A: As long as you have an active account, and the PC has the Aurora-star Games Player installed, you can login and play over 1300+ games. Simply sign in with your username and password on a computer that has Internet access via broadband and the Aurora-star Games Player installed.

Note: You will not be able to access your previously saved games when switching computers, and will need to download your games on this remote computer again.

Q: How many books can I read with my subscription?

A: As long as you have an active account, you can login and read over 5600+ books. Simply sign in with your username and password on a computer that has Internet access via broadband. Subscribers can access and read books as many times as they want.

Q: How many songs can I listen to with my subscription?

A: As long as you have an active account, you can login and listen to over 2400+ songs. Simply sign in with your username and password on a computer that has Internet access via broadband. Subscribers can access and listen to songs as many times as they want.

Q: How many movies can I watch with my subscription?

A: As long as you have an active account, you can login and watch over 2100+ movies. Simply sign in with your username and password on a computer that has Internet access via broadband. Subscribers can access and watch movies as many times as they want.